Lead Cloud Applications Consultant

Socket.dev; Southwestern Ontario; On-site; CAD 153,000 - 223,000; Full time

Job summary

OpenText is seeking a Cloud Lead to join the Cloud Technical Success Services Team, supporting OT Cloud solutions with hands-on troubleshooting and production administration. You will work toward SME status in key knowledge areas while ensuring high client satisfaction and SLA delivery.

Responsibilities include managing escalations, reviewing RCAs, and collaborating with Product Support, IT, and Professional Services. Occasional travel across Canada/USA is expected.

Qualifications

• Experience in technical support or consulting with enterprise apps.
• Proven ability to manage escalations and RCA reviews.
• Familiarity with ITIL-based service delivery.

Responsibilities

• Managing escalations from frontline teams and ensuring technical accuracy.
• Serving as a dedicated resource for select high-profile clients.
• Developing knowledge and delivering training sessions to the team.
• Assisting with Major Incident Management and smooth handling.
• Collaborating across Product Support, IT, Network Operations and Professional Services.

Skills

Multilingual English/French

Communication skills

Troubleshooting

OpenText product knowledge

Team collaboration

Attention to detail

Education

University/College degree in related discipline

Tools

Docker

Kubernetes

Helm

Windows/UNIX administration

SQL databases

Job description

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

WHAT THE ROLE OFFERS

The OpenText Cloud Technical Success Services Team is currently searching for aCloud Leadto support OT Cloud solutions deployed within the OpenText Cloud. The successful candidate will be a technically resourceful individual with the ability to provide exceptional client support in a challenging and rewarding environment.

You will be joining a growing team that provides world-class operational support, including hands-on troubleshooting and administration to a variety of enterprise clients. You will be required to collaborate with cross-functional teams to ensure that Service Levels are met and client satisfaction is achieved.

YOU ARE GREAT AT

• Utilizing exceptional written and verbal communication skills while demonstrating a high level of client focus and empathy.
• Responding to and solving client technical requests, show an understanding of the client's managed hosted environment and applications within the OpenText Cloud, enabling resolution of complex technical issues.
• Operating, managing, and administering production applications such as Content Suite while following documented policies and procedures.
• Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements.
• Collaborating on cross-functional and cross-product technical issues with a variety of resources including Product support, IT, Network Operations and Professional Services.
• Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

WHAT IT TAKES TO SUCCEED

Experience: A minimum of 5-7 years of previous experience working within a technical support or consulting environment with enterprise-level multi-tiered applications and supporting technologies.

• Language Skills: Being multilingual (English/French) will be an asset.
• Technical Skills: Familiarity with Docker, Kubernetes, and Helm, and a willingness to learn. Experience delivering service within an ITIL-based service delivery model. Windows, UNIX, and application administration skills in a TCP/IP networked environment. Experience working with relational DBMS (e.g., MS SQL Server, PostgreSQL/Postgres, Oracle, MySQL). Programming/scripting skills are helpful (e.g., SQL, .sh/.bat, Java, JavaScript, Python). Familiarity with the configuration and management of web/application servers (e.g., IIS, Apache, Tomcat, etc.).
• Additional Assets: Experience with OpenText products like Content Suite, Exstream, or SuccessFactors. A strong desire to provide exceptional client experience with a high focus on first call resolution.
• Personal Attributes: Proven experience working in a fluid environment that is ever-growing and changing. A positive attitude, patience, dedication, and commitment.
• Responsibilities: Managing escalations that funnel up from the frontline team (via advisory channels or ownership). Reviewing the RCA and ensuring technical accuracy. Acting as a dedicated resource for select high-profile clients. Working towards being a Subject Matter Expert for one or more knowledge areas related to the team's day-to-day functions. Assisting the frontline team members during Major Incident Management engagements and ensuring smooth handling. Developing and delivering knowledge to the team, i.e., attending Knowledge Transfer Sessions and documenting information for consumption by the team.
• Occasional travel throughout Canada and the United States is required to support client engagements, with trips typically lasting 2 to 3 days and occurring on a quarterly basis.

Academic

University/College degree within a related discipline or equivalent work experience

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us and consult our global clients on their journey into the cloud.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $110,960- $160,960; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.